Customer Service Hardware Support (locking) Apprenticeship

The successful candidate will learn our portfolio of Electric Locking products and support customers such as installers and partners mostly via telephone support but also through our online helpdesk tickets.

Requirements

Essential qualifications

• GCSE in: Maths and English (grade A*-C (4-9))

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Administrative skills
• Team working

Responsibilities

What you'll do at work

• Learn our portfolio of Electric Locking products
• Support customers such as installers and partners mostly via telephone support
• Support customers through our online helpdesk tickets

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.